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This page provides information and support for people impacted by domestic and family violence. If you are in immediate danger, call 000.
How we can help you
Our Member Care team exists to support any Queensland Country Bank Members who may be experiencing domestic or family violence.
If you tell us about your situation, we will treat you with respect, prioritise your safety and privacy, and work with you to manage your banking needs as safely as possible.
How to speak to us safely
The safest way to speak to us is by calling our Contact Centre on 1800 075 078.
Our team is available:
- Monday, Tuesday, Wednesday and Friday: 8:00am to 5:30pm;
- Thursday: 9:00am to 5:00pm;
- Saturday: 8:30am to 2:30pm.
What if calling isn't an option?
If calling us isn't an option for you, that's okay. We can still support you through a range of other channels:
- Email to our Member Support team.
- Send a Secure Mail message through Internet Banking or the Mobile App.
- Complete our callback form to arrange a suitable time for us to call you.
Please be aware that these options may leave a digital trail. Before contacting us, consider the following:
- If emailing, use an email address only you can access.
- If sending a Secure Mail message, use your own individual login details.
- If completing our callback form, use a secure device where possible.
Services available to support you
We can also help make communication easier by providing access to additional support services, including:
- The National Relay Service for people who use Auslan, are deaf or hard of hearing, or have a speech communication difficulty.
- The Translating and Interpreting Service (TIS National) for people with limited English proficiency or who prefer to communicate in a language other than English.
Setting up safe account access
If you would like us to, we can help you take steps immediately to improve the security and privacy of your banking arrangements, including:
- Opening accounts that only you can access;
- Removing unwanted third-party access to your accounts;
- Updating your personal details held on file with us;
- Updating your statement and communication preferences so correspondence is sent to a private, safe postal or email address;
- Updating passwords and adding additional security to your Membership;
- Ordering new Visa Debit and/or Credit Cards;
- Deregistering any unwanted devices that have our Mobile App installed; or
- Removing any unwanted PayIDs®
Financial assistance
If financial support would be helpful, we can work with you to explore options that may ease financial pressure, including:
- Setting up your own SmartBudget account to help manage bills, expenses and loan repayments.
- Arranging an appointment with our Money Mentoring service. This free service is available to all Queensland Country Bank Members and provides personalised budgeting support.
- We can also discuss temporarily lowering or pausing your loan repayments.
For more information, please visit our Financial Assistance page.
What is domestic and family violence?
Domestic and family violence is any violent, threatening, coercive or controlling behaviour that occurs within a family or intimate relationship, including former relationships.
It can affect anyone, regardless of age, gender, ethnicity, sexuality or financial circumstances. Domestic and family violence can occur between partners, parents and children, siblings, carers and other family members.
Two common forms of domestic and family violence are financial abuse and elder abuse. You can learn more about these below.
Links you may find helpful
- 1800RESPECT provides free and confidential support for people affected by domestic, family and sexual violence and is available 24 hours a day, 7 days a week. Online chat is also available.
- Lifeline provides 24-hour crisis support and suicide prevention service for anyone experiencing emotional distress or needing immediate support.
- My Aged Care provides information, support and referrals relating to elder abuse, including links to state and territory services and resource centres.